What are the responsibilities and job description for the Helpdesk Technician (Information Technology) – The College of Wooster position at The College of Wooster?
Job Description: Location: Wooster, OH Category: Staff Posted On: Wed Mar 26 2025 Job Description:
Summary:The Helpdesk Technician provides technical support for end users covering software, hardware, network, and printing issues. This position troubleshoots other equipment, including printers, fax machines, and specialized equipment. This position will directly supervise Student Technology Assistants (* STAs *). The technician also contributes accurate information on the departmental web/intranet presence, and social media. They will also assist with computer setup, configuration, and data transition during upgrades or system failures. Essential Departmental Duties and Responsibilities:
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education and/or Experience:
The College of Wooster does not discriminate on the basis of race, color, sex/gender, gender identity, gender expression, medical condition, political affiliation, religion, creed, ethnicity, national origin (including ancestry), citizenship status, disability, age, marital status, family responsibilities, sexual orientation, veteran or military status, predisposing genetic characteristics, domestic violence victim status, or any other characteristic protected by institutional policy, or by state, local, or federal law. All offers of employment are subject to verification of the legal right to work in the United States as required by federal law. The College of Wooster is committed by policy and practice to diversity, equity and inclusion. For more information see our nondiscrimination policy.
Summary:The Helpdesk Technician provides technical support for end users covering software, hardware, network, and printing issues. This position troubleshoots other equipment, including printers, fax machines, and specialized equipment. This position will directly supervise Student Technology Assistants (* STAs *). The technician also contributes accurate information on the departmental web/intranet presence, and social media. They will also assist with computer setup, configuration, and data transition during upgrades or system failures. Essential Departmental Duties and Responsibilities:
- Serves as a bridge between Technology Services and other departments to communicate technical issues and design resolutions.
- Manages and maintains a knowledge base to ensure consistent and accurate information for our clients.
- Identifies and implements process improvements.
- Manages and maintains Help Desk support documentation.
- Triages and resolves issues with desktops, notebooks, mobile devices, software, and connectivity.
- Assists with computer setup, transitions, and provides walk in coverage as needed.
- Trains STAs in customer relations and promotes customer-centric principles.
- Collaborates with IT staff and other departments.
- Manages conflicts and miscommunications appropriately.
- Creates and maintains positive relationships with internal and external constituents.
- Performs other duties as assigned.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education and/or Experience:
- Customer service experience.
- Experience in a dynamic and engaging work environment.
- Bachelor of Arts (B.A.) or Bachelor of Science (B.S.) degree, or equivalent combination of education and practical experience preferred.
- Experience managing projects and competing priorities preferred.
- Ability to think critically and creatively.
- Ability to interpret documents such as usage manuals.
- Ability to write routine reports and correspondence.
- Demonstrated knowledge of standard technologies.
- Work independently on assigned tasks.
- Ability to work as an effective member of a team.
- Ability to manage time and multi-task.
- Computer competency.
- Organized and detail oriented.
- Demonstrates a commitment to continuous learning and the ability to adapt to emerging technologies and evolving solutions.
- Capable of maintaining confidentiality and exercising discretion when handling sensitive information.
- Although this position typically staffs during normal business hours, the schedule must be flexible to accommodate events, requests, and installations that are occasionally in the evenings and on weekends.
- Frequently required to repair computers and peripherals, thus, close vision and precise dexterity is required.
- Lifting and/or moving of up to 50 pounds; lifting and moving of items of greater weight is typically assisted by hand carts.
- Occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
- Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.
The College of Wooster does not discriminate on the basis of race, color, sex/gender, gender identity, gender expression, medical condition, political affiliation, religion, creed, ethnicity, national origin (including ancestry), citizenship status, disability, age, marital status, family responsibilities, sexual orientation, veteran or military status, predisposing genetic characteristics, domestic violence victim status, or any other characteristic protected by institutional policy, or by state, local, or federal law. All offers of employment are subject to verification of the legal right to work in the United States as required by federal law. The College of Wooster is committed by policy and practice to diversity, equity and inclusion. For more information see our nondiscrimination policy.
